Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A.

Event management, incident management, problem management, request fulfilment, and access
management

B.

Event management, incident management, change management, and access management

C.

Incident management, problem management, servicedesk, request fulfilment, and event management

D.

Incident management, service desk, request fulfilment, access management, and event management

Which of the following is an objective/are objectives of the service strategy stage ofthe service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

A.

1 only

B.

2 only

C.

3 only

D.

All of the above

Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design newservices
3. Result in higher volume of successful changes

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

None of the above

Whichof the following is NOT an objective of Continual Service Improvement?

A.

Review and analyze Service Level Achievement results

B.

Identify activities to improve the efficiency of service management processes

C.

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.

Conduct activities to deliver and manage services at agreed levels to business users

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A.

To ensure that a service can be managed and operated in accordance with constraints specified during
design

B.

To design and develop capabilities for service management

C.

To provide good-quality knowledge and information about services

D.

To plan the resources required to manage a release

In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

A.

Both of the above

B.

Neither of the above

C.

Option 1 only

D.

Option 2 only

Understanding what to measure and why it is being measured are key contributors to which part ofthe Service Lifecycle?

A.

Service Strategy

B.

Continual Service Improvement

C.

Service Operation

D.

Service Design

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

A.

All of the above

B.

1 and3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following BEST describes service strategies' value to the business?

A.

Allows higher volumes of successful change

B.

Reduction in unplanned costs through optimized handling of service outages

C.

Reduction in the duration and frequency of service outages

D.

Enabling the service provider to have a clearunderstanding of what levels of service will make their
customers successful

Which one of the following is NOT part of the service design stage of the service lifecycle?

A.

Designing and maintaining all necessary service transition packages

B.

Producing quality, secure and resilient designs for new or improved services

C.

Taking service strategies and ensuring they are reflected in the service design processes and the
servicedesigns that are produced

D.

Measuring the effectiveness and efficiency of service design and the supporting processes